Alex Mora

This has been an ongoing and increasing problem for Zendesk. They keep messing with the UI to make it buzzword compliant, then forcing the stuff down our throats. The wrecked the mobile app a couple years ago. They(customer support) said the same nonsense then, sorry you don't like it, we don't care, get used to it, posed in two faced double speak like "if you try it out for a while I sure you will learn to love it"

They are trying to manage and ignore the problem instead of fix it. Our organization has already moved 2 of 3 of out divisions over to another vendor. I will miss some the features of Zendesk, but the writing is on the wall. Much like vmware the management is comitted to a long slow death march as the destroy their own customer base.

Zendesk's biggest selling point for us was in the powerfully configurable user interface, views, and reports. With every major release they strip more of that configurability out and replace it with a "one size fits" version that only fits a subset of their customers, and freqently breaks the Agent ui's useability. The iPad app wastes most of the screen and requires multiple extra steps to update or close a ticket. That's man-hours we'd be paying for if our staff hadn't just refused to use it. This new UI change is bad enough we moved off the platform. I understand that they can't maintain both code bases indefinitely, but stonewalling and doubling down on the worse of the two because they failed to do requirements analysis or think about the impact to their customers isn't a reason for MY organization to renew.

I wish you all the best of luck, though we will be here a bit longer till either our contract runs out or the last biz group joins the great peace out. Keep pummeling them here and on the socials they seem to care about so much. r/sysadmin might  be another to get the word out. Mangers can only take so much pounding before they issue the inevitable apologies.

In support of the other posters, this is terrible and needs to never happen again. Specifically the team that built this ad intentionally used user hostile design by hiding the close box INSIDE the graphic making it almost invisible. (Yeah there is a faint grey x in the orange sleeve, that doesn't make it OK) This ad is designed to block peoples workspace and trick them into either enrolling or "Agreeing" to be pestered endlessly. It lacks the option to opt out in anyway. This is classic dark design/antipattern stuff.

let's madlib this for a second. Would you like to enroll your partner in the Kevin Spacey & Harvey Wienstien workshop? "Save your seat" or "remind me later" Hmm, I don't want either of those things. I want to do my job, get paid and go home. I want to never see crap like this again in a solution we pay good money for.

Your timing is perfect though, I had a conversation with my boss about reviewing alternate ticket systems literally yesterday. This little stunt WILL be coming up in the next session when are on the phone with them. Also don't be surprised if this ad ends up on reddit. It won't be me, but if you end up with a public relations bloody nose, the trolls in marketing earned it for the rest of you, and you didn't stop them. It's a good solution otherwise though, I wasn't pushing to switch and literally couldn't think of a reason we would want to yesterday. I guess today is a new day, thanks for making it crappier.